Emplifi：2025年社交媒体客户服务状况与消费者期望研究报告（英文版）

When nearly 1,000 consumers told us how they engage with brands on social media for customer service, their expectations were crystal clear: be fast, be human, and be present where they are. A third expect a reply to a social DM or brand tag within an hour. Nearly half said they’d leave a brand after just two bad experiences – and one in four won’t even wait that long. This isn’t about call centers or contact forms anymore. Social is the new frontline of customer care. And it’s where brand lo